Digital Service & Support Analyst (Maternity Cover)
Line Management Group Ltd
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Job summary
Line Management Group Ltd is seeking a Digital Service & Support Analyst (Maternity Cover) in London. The role focuses on coordinating maintenance and support, using Freshservice to log, prioritise and progress service requests while aligning with contractual SLAs.
You will maintain asset and service records, liaise with engineers and third-party suppliers, and prepare client reports. A strong IT service background and client-facing skills are essential.
Qualifications
- Minimum five GCSEs (A*-C) including Maths or English.
- Three A levels at grades A*-C (or 240 UCAS points).
- ITIL Foundation Certification.
- Bachelor’s degree in information technology, CS, or related field (or equivalent experience).
Responsibilities
- Coordinate day-to-day maintenance and support using Freshservice; log, prioritise and progress tickets.
- Act as first point of contact for routine client queries with clear progress updates.
- Monitor service levels, planned maintenance and actions; escalate risks as needed.
- Prepare routine client reports and service performance information.
Skills
Education
Tools
Job description
Digital Service & Support Analyst (Maternity Cover)
Customer Care/Call Center
Ely Pl, London EC1N 6RY, UK
Overview
Application
Digital Service & Support Analyst (Maternity Cover)
Date posted: October 22, 2026
Fixed term
Full-time
Hybrid
LMG has been at the forefront of innovation within the built environment since 1986.
We deliver integrated smart building technology projects and support services which provide sustainable long-term growth and profitability, as well as diverse range of career opportunities; enabling both our people and our clients’ businesses to flourish, whilst setting a new standard for what is possible in the built environment.
As experts in smart building technology, we want to inspire new ways of thinking, deliver excellence and establish new models for doing business – with people, partners and customers – built on trust and shared values, rather than transactional relationships.
Alongside actively working to support the raising of standards in training and professional qualifications, we invest heavily in the development of our people. We give them access to continuous learning opportunities, leading to the freedom of working autonomously and making their own informed decisions, whilst benefiting from a supportive and collaborative working environment.
Responsible for supporting the day-to-day coordination of the Maintenance & Support function, using Freshservice to log, prioritise, track and progress incoming service requests and incidents. The role will ensure service activity is accurately recorded, communicated and escalated, while coordinating engineer schedules, planned maintenance and client requirements in line with contractual SLAs.
Additional responsibilities include maintaining accurate service, asset and estate information within ConnectIQ platform, coordinating third-party support, SSAs and licences, and preparing client reports and service performance information.The role will also coordinate specialist labour and material requirements with third-party suppliers and internal Operations and Procurement teams, including obtaining and tracking quotations and purchase orders to support timely service delivery.
This is primarily a client-facing service coordination role, requiring strong organisation, customer service and communication skills. You will work closely with the engineering team to ensure technical findings and solutions are clearly communicated to clients, while managing multiple priorities across the service function.
- Manage incoming service requests and incidents in Freshservice, ensuring tickets are accurately logged, prioritised, updated and progressed through to closure.
- Act as a first point of contact for routine client queries, providing clear updates on progress, dates and outstanding actions.
- Monitor service levels, planned maintenance and open actions, escalating risks or delays where required.
- Prepare and issue routine service reports and client documentation.
- Coordinate engineers for reactive callouts, planned maintenance and agreed project activities.
- Manage engineer schedules, client appointments, site access and follow-up actions.
- Coordinate specialist labour and material requirements with third-party suppliers and internal Oprations and Procurement teams, including tracking quotations and purchase orders.
- Identify scheduling conflicts or dependencies and help keep activities on track.
- Maintain accurate asset, warranty and service information within ConnectIQ and supporting records.
- Update records following maintenance visits, callouts, project handovers and changes to the client estate.
- Maintain accurate service documentation, including third-party support agreements, SSAs and software licences, ensuring records, renewal dates and supporting information are kept up to date.
- Support team processes, onboarding, service handovers and continuous improvement activities.
- Minimum five A*-C (4-9) GCSE's or equivalent, including Maths or English.
- Three A levels at grades A*-C (or 240 UCAS points or new tariff equivalent).
- ITIL Foundation Certification
- Bachelor’s degree in information technology, Computer Science, or a related field (or equivalent experience).
- Experience in a service coordination, service desk, scheduling, project administration or customer-support role.
- Strong organisation skills and the ability to manage several priorities, deadlines and stakeholders at the same time.
- Clear and professional written and verbal communication, with confidence dealing with clients and internal teams.
- High attention to detail, particularly when maintaining records, preparing reports and checking commercial information.
- Competence using Microsoft Outlook, Word and Excel for scheduling, correspondence, trackers and reporting.
- Ability to follow defined processes, recognise when an issue requires escalation and maintain confidentiality.
- A proactive, dependable and collaborative approach.
- Experience using:
- IT service management platform such as Freshservice or ServiceNow.
- Tracking tools such as Monday.com
- Experience coordinating field engineers, planned maintenance or reactive service visits.
- Experience preparing client service reports, KPI packs, quotations or renewal documentation.
- Awareness of smart building, security, network or AV maintenance environments.
- ITIL Foundation certification or an understanding of service-management and/or facilities-management environments.
At LMG, we work hard to ensure our people aren’t stifled by convention and bureaucracy. We encourage innovation, ownership, and creative problem-solving in everything we do.
We want you to achieve your ambitions, because when you succeed, we succeed. Our support framework empowers you to deliver excellence, grow your technical capability, and develop your career within a forward-thinking Smart Building environment.
- Take Ownership & Responsibility – We find creative solutions and see problems through to completion.
- Be Curious – We challenge convention and embrace new technologies and ideas.
- Do the Right Thing – We act ethically, transparently, and sustainably.
- Do a Great Job – We focus on quality outcomes, operational excellence, and continuous improvement.
We’re dedicated to offering flexible benefits that support our people across all aspects of their lives and we’re delighted to offer a range of benefits to support our employees’ physical, emotional and financial wellbeing.
- Annual Leave - 22 days annual leave plus bank holidays (with the option to buy/sell additional leave)
- Health and Wellbeing - Group Income Protection and Life Assurance schemes, as well as access to a Digital Health and Wellbeing platform including Employee Assistance Programme, Remote GP and Mental Health Support.
- Health Cash Plan – Claim back money towards the costs of everyday healthcare.
- Flexible Benefits – Access to our bespoke platform containing a range of benefits, such as shopping discounts, discounted gym memberships and health screenings.
- Family Friendly Policies - Enhanced financial support for families with generous parental pay benefits.
- Corporate Volunteering – Opportunity to participate and contribute to our annual corporate volunteering goal, typically over 1,000 hours across the business.
- Bank Holiday Exchange – The option to exchange an existing UK bank holiday for any other religious holiday.
- Long Service Awards - Recognising the commitment and hard work of our longstanding team members through financial reward.
- Flexible Working - Where possible, flexible hybrid working arrangements across LMG's dedicated office spaces and client sites.
- Development & Recognition - Comprehensive training, mentoring, and a pay structure with performance-linked progression.
- Monday to Friday: 8am to 5pm.
- Hybrid Working: Two working from home days
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